As a Business Systems Analyst (BSA) in the Enterprise Software Solutions (ESS) team, I drove process improvements, supported and optimized our Salesforce products, and ensured efficient solution delivery. I focused on formalizing BA functions and improving team collaboration, while supporting critical business initiatives.Key Contributions:- Process Improvements: Introduced structured BA practices, including formal documentation (meeting agendas, minutes) to improve team efficiency and communication- Knowledge Base Implementation: Created and maintained a Confluence knowledge base, streamlining internal processes and enabling consistent team operations- QA Process Formalization: Developed standardized QA forms to document test cases and results, increasing traceability and transparency- Salesforce Optimization: Led the analysis and optimization of Salesforce layouts, improving the user experience for Sales teams- Cross-Functional Collaboration: Established a weekly cadence with Sales leads to facilitate communication, decision-making, and approvals on system changes- Automation of Manual Processes: Automated data transformation tasks using Google Sheets Apps Script, significantly improving efficiency for the Add-on process- Sales Reporting Automation: Developed dashboards in Salesforce CRM Analytics, saving 2-3 hours per week for Sales Directors by streamlining reporting- Product & Price Rule Optimization: Analyzed and streamlined Salesforce CPQ Product and Price rules to remove outdated configurations and improve system performance- DocuSign CLM: Provided BA and technical support for DocuSign CLM during and after its implementationNotable Technical skills:- Salesforce (Platform, Sales Cloud, Service Cloud, CPQ, MDQ, Flows)- Confluence- Google Sheets (Apps Scripting)- Salesforce CRM Analytics- DocuSign (eSignature, CLM)

Client: AmgenI managed 17 offshore DevOps engineers to provide ongoing support and enhancements in an agile environment for the biopharmaceutical company’s ServiceNow landscape. Functional areas included Catalog Management, SAM, HAM, ITSM, Platform, APM/PPM, Knowledge Management, HRSD, ITBM, GRC, along with several custom ServiceNow applications.I oversaw the transition from the previous service organization that handled ~60 incidents and ~500 requests per month.I developed excellent relationships with the product owners (Platform, HAM, ITSM) to help the team prioritize and deliver on their commitments.I worked with the ServiceNow upgrade project team to address issues directly and prepare for the go-live deployment, including executing the dry run and production cutovers.I served as the interim ServiceNow Architect until an architect could be brought onto the team.

Client: ComcastI assisted the large media company with collecting and documenting requirements for their planned workflow orchestration system to manage the Personally Identifiable Information (PII) privacy remediation activities of their applications.I annotated existing privacy program flow diagram to indicate systems and data involvedI created assets that could be used in the execution of the process (graphical email headers, sample email forms) that would give them a starting point when building out the actual technical process.

Client: FiservI managed a small globally-distributed project team at the international financial service company to develop service maps (relates configuration items to the applications they impact) in ServiceNow as well as create support documentation for their incident response team.I learned Service Mapping quickly, and provided technical and non-technical support for the team that developed 70+ service maps.I built strong client relationships quickly to aid with collaboration among the larger client Service Mapping effort.I assisted with developing a strategic vision for the client’s current incident resolution org and processes, providing ITSM guidance and crafting effective visuals in the deliverable.

Client: HalliburtonI lead a small team to transition 2 complex request forms from legacy Sharepoint into ServiceNow to manage IT Governance reviews at a major oil field services company (each form had 100+ fields and associated workflows). This included managing two junior offshore developers, guiding them on good practices and client interactions.I created detailed design documents for the two request forms to document the unexpected complexity of the existing process to ensure the new forms met the customer’s needs.I assisted with UAT tracking and reporting for the larger ServiceNow project (Implementation Phase 2); took over the UAT coordination for a portion of that larger project (catalog items and workflows) when another manager rolled off.

Client: MotivaI owned the Environment Management and Release Management functions for supported applications across the oil major’s Enterprise, which covered 92 active applications, with 20 applications in a typical release, averaging 85 tickets released a month.I developed an Environment Tracker that was also able to generate user-friendly status reports that effectively communicated the usage and attributes of the non-production environments across the Enterprise landscape.I was the owner of the release policy, which meant I defined and managed the various release types, established and published the release calendar, approved applications' releases for scope and development and testing requirements.I automated a set of governance charts we (Accenture) were responsible for providing to the client, making their production far less time consuming and less prone to manual errors.I took on the role of primary release workflow designer and UAT tester for the Release Management component in ServiceNow when the client was unable to fill those roles; enforced release management ticketing requirements once ServiceNow was implemented.I developed training materials for Release Management in ServiceNow to aid in users’ transition into the organization.I designed the Enterprise-wide Release Dashboard and Environment Dashboard; developed and maintained those to aid process adherence and status information. These greatly enhanced the visibility of the status of the environments, allowing for more effective planning and communication of what each environment was being used for what purpose and by whom.I created custom charts and reports for the CIO based on release and other data from ServiceNow to deliver during the monthly Executive Leadership team meetings.

Client: Shell TradingI executed the Environment, Deployment, and Scope management functions for the trading platform of an energy super major, whose major releases typically comprised 40-60 changes across 5 functional areas.I owned and managed the Dev and Test environments for the Trading platform, EndurI developed an Environment tracker that was able to output an Environment Dashboard to communicate the plan for the backup and refreshes. Liaised with Endur TEC team on any dev environment related issues.I owned and managed the Subversion tool for branching and merges for various release cycles. I was the single point of contact for all deployment activities in Dev / Test and Prod, including preparing the deployment / cutover plan and executing that plan during production cutoverI managed the Change Control Board and associated communications, working with strong personalities to manage those CCB discussions around the quarterly releases.

Client: BHPI liaised between the multi-vendor Enterprise support organizations and the client businesses to coordinate the prioritization, communication, and completion of requests and issue resolution globally, focusing on the Petroleum division for the major mining company, and developing effective client relationships quickly. Supported systems included SAP (MM, FI, CO, PRA, CLM, SRM, HCM, XI, BI, BCS, PI, CT, TSW, Basis, etc.), Messaging (O365, OCS), Active Directory, Enterprise Desktop image, SCCM, Intranet Portal (NetWeaver), Global Anti Virus, ServiceNow, and others. I directly embedded with the project warranty teams to transition into the runtime support model when the projects completed.I proactively provided and refined training to key client contacts on the support procedures (incident management, problem management, service request management, ServiceNow)I redesigned the Application Delivery Manager month-end and weekly escalation reporting processes to be more efficient and repeatable.

Client: Shell TradingI provided Configuration Management (CM) support, using Subversion as the CM tool, for the Blueprint programme, which was to implement customizations and an upgrade of the trading application OpenLink Endur.I developed Subversion expertise quickly, allowing our CM team to take over primary Subversion responsibilities and bring it into the programme.I provided training sessions on Subversion to the development teams.I provided Subversion support for all of Shell Trading when the primary support personnel were out.I stewarded the completion of an upgrade to the custom-built "Subversion Wizard" that was used on the Blueprint project that had a history of missed deadlines.I served as the Release Manager for the programme components that were the first to migrate to production.I created the Blueprint wiki to encourage knowledge sharing of CM processes and solutions.I served as the Technical support group's representative for Blueprint University, which was the project's internal training and onboarding program.

Client: Shell TradingI developed Software Configuration Management (SCM) Policies and Procedures for Shell Trading's support organization (BAM), assessed a set of pilot applications against those policies, and suggested remediation steps to come into compliance with those policies.The specific deliverables for this were Configuration Management Policies, Procedures, Guidelines documents based on Accenture Delivery Methodologies and Accenture's knowledge base. These were actually packaged up for re-use as a Development Control Services "Set Play" that has been leveraged at other clients.I created clear and effective presentations illustrating Configuration Management concepts to Shell Trading managers.I built detailed Configuration Management Plans for the four pilot applications, while developing solid and effective working relationships with the Shell Trading managers.

Client: ChevronI collected and reported on the supported applications delivered by the project (Project Lynx) for the support organization. This included conducting multiple application and toolset assessments and creating templates for all the deliverables coming from the activity.I developed, documented, and deployed the document management process for the support team.I also developed and polished effective presentations in support of various groups within the support team and the project as needed.I maintained and tracked the work plan for the Stabilization team, being a liaison between the team and the PMO group.I continued to maintain the runtime team's process flows in ProChart (Nimbus Control) and ensure alignment to the ITSM processes.

Client: ChrevonOur team's mission was to enable the client's long term support team to when the solutions from the project (Project Lynx) were delivered. I helped develop and document the incident management process, ensuring that they aligned with ITIL/ITSM. I also created the service desk triage script for issue routing, along with developing and then delivering support team process training.I assisted with the runtime setup for the Remedy deployment of the Incident Management module.I planned and managed the knowledge transition from the project team to the support resources.I acquired my first ITIL certification during this time.

Client: ExxonMobilI managed a small group (5-6) members of the Houston-based support team which addressed critical business problems and required extensive coordination with and communication to business end users and management.During my tenure, out team achieved all contractual SLOs.I additionally served as the project manager for a small (3500 hour) development project (called APM - Application Portfolio Management) over 5 months.I developed, deployed, and maintained a novel web-based knowledge tool (eTO) that included resource assignments, issue tracking, application information, time tracking, and other data sourcesAssisted with overseeing and planning the creation of Knowledge Transition (KT) plans for the end-of-project transition (SI1) to aid the teams' ability to manage their work and leverage past work items for current issues.I also served as the primary coordinator for team social events.

Client: ExxonMobilI served as the primary point-of-contact for the client regarding support of about 150 applications for six client service delivery managers and across multiple business areas: Pipeline, Lubes, Marketing, Real Estate and Facilities, Procurement, Upstream, and Customer Service.I built successful client relationships in a challenging environment, where offshore outsourcing was a new experience for the client. I also served as the Transition Lead to accept support of the in-scope applications of the Tactical Outsourcing project, which included interviewing client contacts to finalize transition activities and timing, planning transition approach, developing and documenting distributed work management processes for the new support organization, providing process and procedure training to the offshore team.

Client: Tosco, PhillipsI provided enhancement and problem support for a custom Oracle application at the client. This includes Oracle Forms, Reports, and PL/SQL interfaces. Supported processes also include Datagate, Appworx, UNIX, and C code.I implemented several efficiency measures to increase support effectiveness, including developing standardized support notes in a searchable HTML-based format ("eBRS"). Reworked several processes to reduce the oncall page rates by > 50%.Filled-in for team lead when sudden staff attritions left leadership gaps, while still contributing to the understaffed support group.Served on the Community and Unit teams to help organize team building activities and community events.

Client: ToscoI analyzed and remediated a SAS-based gasoline sales volume forecasting application for Y2K compliance. This required establishing a testing infrastructure and non-production environments where none previously existed. I developed, documented, and executed testing procedures while adhering to the customer’s remediation schedule for their overall Y2K program. The program was successfully remediated in July, in advance of the client's deadlines. It subsequently performed correctly after Y2K.

I maintained the computer environment for the VAX mainframe and the Cerner application that drives the laboratory computer services. My responsibilities included routine maintenance and problem resolution for VAX hardware, general user support, remote site support, and Cerner application support.I wrote report and query programs in CCL (Cerner Command Language) for all laboratory departments. I produced reports with MS Access as needed.I assisted in maintaining the Windows NT network (with Windows 95 clients). I led the team to design and publish the company internet web page and intranet facility. I designed the local intranet to be a central data repository, which includes employee listings and organizational charts (maintained in an Access database, which then can refresh the intranet pages), client information (generated from the information in Cerner on our mainframe), memos and announcements, and a "knowledge base" of many of the department's tasks.

Provided SAS techincal support with the creation of SAS programs to assist with data collection, analysis, and reporting. Also provided general desktop computer support to the Biostatistics division.